Production Services Specialist II

Bank of America; Saint-Louis; Sur place; EUR 79 000 - 114 000; Plein temps

Résumé du poste

Bank of America is hiring a Production Services Lead to identify production failure scenarios, create incident and problem tickets, and coordinate with development and operations teams. The role focuses on improving production services through governance, root-cause analysis, and proactive problem management.

You will provide front-line end-user support, manage escalations, and ensure service levels during incidents, while collaborating with stakeholders and ATM-related teams.

Qualifications

• Customer service skills, verbal/written communication, and organizational skills are a must.
• Experience troubleshooting issues to maintain stability of a network (ATM is ideal).
• Ability to navigate complex internal and external structures to influence stakeholders.

Responsabilités

• Lead production support triage efforts and bridge line troubleshooting.
• Document incidents, processes, and application flows; support outages and triage.
• Identify incident root cause, resolution steps, and preventive actions.
• Promote production governance during triage/testing and identify opportunities for improvement.
• Serve as SME for applications within the portfolio and coordinate with vendors.

Connaissances

Customer service

Multitasking

Network troubleshooting

Stakeholder influence

Microsoft Office

ATM knowledge

ITSM/Remedy

Splunk

JIRA/Confluence

Problem management

Outils

Remedy ITSM

Splunk

JIRA

Confluence

Description du poste

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role‑specific responsibilities and business needs.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Position Summary:

The Production Services Lead identifies possible production failure scenarios, creates incident tickets, enhancements and/or problem tickets in ticket tracking system, and communicates effectively with development and internal business operations teams. - Identifies vulnerabilities and opportunities for improvement, as well as helps maintain metrics to develop analysis that will drive improvement in all areas of Production Services.

Key Responsibilities:

• Creates and enhances administrative, operational and technical policies and procedures, adopting best practice guidelines, standards and procedures.
• Takes ownership of escalations and performs trouble shooting, analysis, research and resolution using advanced query and programming skills.
• Performs analytical, technical, and administrative work in planning, installing, designing and supporting new and existing equipment and software under minimal supervision.
• Consults with Line of Business, Technology & Operations stakeholders to determine optimal configuration of equipment and applications.
• Works on problems where analysis of situation or data requires a review of identifiable factors.
• Exercises judgment within defined procedures and practices to determine appropriate action.
• Follows standard practices and procedures in analyzing situations and data.
• Provide technical and operational support to ATM channels, which includes Technical Support to ATM Technicians, ATM Level Software Configuration, Business Reporting, Vendor Governance, Incident Management and activities related to Bank issues.
• Support dynamic workflow, with ATM technicians’ calls and fault tickets to support along with all other activities within stringent timelines.
• Problem/Incident Management, Release Deployment, Operational Readiness, Capacity/Availability Management, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage, Associate Support, Change/Configuration Management, etc.

Required Qualifications:

• Customer service skills, verbal/written communication, and organizational skills are a must.
• Candidate must be able to operate multiple applications simultaneously in addition to Microsoft Office Suite.
• Candidate must have experience directly troubleshooting issues to maintain stability of a network (ATM is ideal).
• Candidate must be comfortable navigating complex internal and external organizational structures to influence stakeholders to transform work to achieve required business outcomes.

Desired Qualifications:

• ATM knowledge/experience, networking / communications, ITSM/Remedy, ESQ, and Splunk
• Developmental background and experience using Agile/SAFE tools like JIRA/Confluence to break complex scope objectives, & requirements into incremental design, build and deploy solutions

Job Description:

This job is responsible for providing front-line support to end users, responding to issues related to incidents and problem management governance for multiple applications, and leading triage activities on all business impacting incidents. Key responsibilities include ensuring compliance with incident management and problem management policies and procedures, serving as a focal point for the customer, client, and associate experience, restoring complex production incidents under tight Service Level Agreements, and pursuing root cause and problem resolution follow ups.

Responsibilities:

• Leads production support triage efforts, manages bridge line troubleshooting, engages in technical research, and escalates issues to leadership as needed
• Ensures all impacts are accurately recorded and documented in the system of record, oversees that documents and wikis are updated and available for use during triage, and supports the documentation of application flows, upstream/downstream impacts during outages, the customer experience, and contacts for support needs
• Identifies and/or validates business impacts through interpretation of monitors, dashboards, and logs to communicate with leadership and vendors
• Manages activities to identify incident root cause, resolution, preventative actions, and change requests, and reports on incident data quality
• Promotes and enforces production governance during triage/testing and identifies production failure scenarios, vulnerabilities, and opportunities for improvement
• Serves as a subject matter expert for applications within a portfolio, leveraging extensive knowledge of application functionalities and application flows
• Assess and prioritizes research requests, ad hoc reports, and offline incidents at the direction of senior team members and delegates work as needed to team members and peers

Skills:

• Adaptability
• Analytical Thinking
• Influence
• Production Support
• Risk Management
• Automation
• Collaboration
• Innovative Thinking
• Result Orientation
• Solution Design
• Business Acumen
• DevOps Practices
• Project Management
• Solution Delivery Process
• Stakeholder Management

Shift:

1st shift (United States of America)

Hours Per Week:

40